Director / Associate Director CX Strategy & Process Excellence

Director / Associate Director CX Strategy & Process Excellence

Location:: Floor 22, Tower C, Epitome Building No. 5, DLF Cyber City, DLF Phase 2, Gurugram, Haryana 122002

TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the complex world of global travel by seamlessly connecting the highly distributed travel buyers and travel suppliers at scale.

The TBO journey began in 2006 with a simple goal – to address the evolving needs of travel buyers and suppliers, and what started off as a single product air ticketing company, has today become the leading B2A (Business to Agents) travel portal across the Americas, UK & Europe, Africa, Middle East, India, and Asia Pacific.

Today, TBO's product range from air, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruise, and cargo. Apart from these products, our proprietary platform relies heavily on AI/ML to offer unique listings and products, meeting specific requirements put forth by customers, thus increasing conversions.

TBO's approach has always been technology-first and we continue to invest on new innovations and new offerings to make travel easy and simple. TBO's travel APIs are serving large travel ecosystems across the world while the modular architecture of the platform enables new travel products while expanding across new geographies

Why TBO:

- You will influence & contribute to "Building World Largest Technology Led Travel Distribution Network" for a $ 9 Trillion global travel business market.
- We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
- Physical Presence in 47 countries with business in 110 countries.
- We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.
- An open & informal start-up environment which cares.

What TBO offers to a Life Traveller in You:

- Enhance Your Leadership Acumen. Join the journey to create global scale and 'World Best'.
- Challenge Yourself to do something path breaking. Be Empowered. The only thing to stop you will be your imagination.
- Post pandemic: travel space is likely to see significant growth. Witness and shape this space. It will be one exciting journey.
- As a fastest growing B2B platform our priority is purpose-building scalable systems.
- Adopting industry leading technologies to support best-in-class business capabilities for high performing and scalable solutions.
- Fast response to the evolving regulatory environment and helping to meet the firm's regulatory commitments by addressing internal and external commitments.

Role Overview:

The Functional Head of Customer Experience (CX) and Operations will spearhead the strategy, execution, and operational excellence of customer experience initiatives across international teams. This pivotal leadership role demands a visionary thinker with a customer-first mindset, strong operational expertise, and a proven track record in managing supplier relationships, sales partnerships, and product enhancements.

Key Responsibilities:

1. Strategic Leadership

• Develop and implement a global CX strategy to drive customer satisfaction, retention, and Net Promoter Score (NPS) improvements.

• Collaborate with product and technology teams to ensure customer needs are embedded in product-led enhancements.

• Establish scalable, efficient operational processes and standard operating procedures (SOPs) across regions.

• Analyze CX and operational metrics to identify opportunities for continuous improvement and innovation.

2. Supplier and Partner Relationship Management

• Build and sustain strong relationships with suppliers to ensure alignment with business objectives and service quality standards.

• Drive supplier performance for cost-effective, high-quality service delivery.

• Foster innovation through strategic partnerships to enhance the CX offering.

3. Sales and Stakeholder Relationship Management

• Partner with sales teams to integrate CX strategies into customer acquisition and retention efforts seamlessly.

• Act as a primary contact for internal and external stakeholders, driving alignment to achieve strategic objectives.

• Lead cross-functional teams in implementing market-feedback-driven, customer-centric initiatives.

4. Operational Excellence

• Design and standardize organizational workflows and SOPs to optimize efficiency and quality.

• Implement quality control systems and conduct regular audits to uphold service excellence.

• Develop and deliver training programs to upskill teams and align them with organizational goals.

• Drive process reengineering and adopt new technologies to improve operational efficiency.

5. Customer Experience Innovation

• Introduce innovative technologies and best practices to elevate the customer journey.

• Use customer insights to design solutions that address pain points and exceed expectations.

• Monitor industry trends and benchmark against best practices to maintain a competitive edge.

6. NPS and Customer Satisfaction Management

• Lead initiatives to enhance NPS and other customer satisfaction metrics across all touchpoints.

• Analyze feedback and data to identify trends, proactively addressing customer concerns across teams.

7. Financial and P&L Management

• Own and manage the P&L for CX and operations, ensuring cost efficiency while maintaining service excellence.

• Monitor budgets, forecast expenses, and ensure a strong ROI for all initiatives.

8. Team Management

• Lead, mentor, and inspire international CX and operational teams to achieve outstanding results.

• Foster a collaborative and inclusive culture across cross-regional and multicultural teams.

• Identify skill gaps and implement targeted development plans to build a high-performing team.

9. Driving Product Enhancements

• Collaborate with product and engineering teams to prioritize customer feedback in product roadmaps.

• Align business needs with product development to deliver customer-driven enhancements.

Key Skills and Qualifications:

• Education: Bachelor's degree in business, Operations, or a related field (MBA or advanced degree preferred).

• Experience:

• 10+ years in CX, operations, or a similar role, with at least 5 years in leadership managing international teams.

• Demonstrated success in improving NPS and introducing CX innovations.

• Strong background in managing supplier, sales, and partner relationships.

• Leadership Skills:

• Exceptional leadership, mentoring, and team-building capabilities.

• Proven ability to lead cross-cultural and cross-functional teams effectively.

• Technical Skills:

• Proficiency in CRM tools, analytics, and automation technologies.

• Familiarity with quality frameworks, training methodologies, and operational tools.

• Stakeholder Management:

• Excellent interpersonal and communication skills to influence and collaborate with diverse stakeholders.

• Problem Solving:

• Strong analytical and problem-solving skills with a data-driven approach.

Key Competencies:

• Strategic Thinking

• Customer-Centric Approach

• Operational Excellence

• Supplier and Partner Collaboration

• Innovation and Continuous Improvement

• Financial Accountability

About the Role:

This role is ideal for a dynamic, visionary leader who thrives in a fast-paced, global environment. If you are passionate about delivering exceptional customer experiences, driving operational excellence, and fostering cross-functional collaboration, we encourage you to apply. Together, we'll elevate our customer journey and achieve lasting success.

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